Team Lead- Customer Service

The Team Lead Customer Service is responsible for managing a team of customer service agents, ensuring high-quality support to customers, meeting performance targets, and driving team success. centre environment.
The role involves coaching agents, monitoring service levels, resolving escalations, and ensuring customer satisfaction in a fast-paced contact centre environment.

Roles and Responsiblities
Team Management:
Supervise, guide, and motivate a team of customer service agents.
Monitor daily operations to ensure team members meet their KPIs, including call handling, resolution time, and quality scores.
Schedule and manage agent shift to ensure coverage during peak hours.
Performance Monitoring and Coaching:
Conduct regular performance reviews and one-on-one coaching sessions.
Provide constructive feedback to improve agent performance, communication skills, and customer-handling abilities.
Identify areas for training and skill development.
Customer Issue Resolution:
Handle escalated customer queries and complaints to ensure quick and satisfactory resolutions.
Analyse recurring issues and suggest process improvements to minimize escalations.
Performance Reporting:
Prepare and share team performance reports, including productivity, quality, and customer satisfaction metrics.
Highlight areas of concern and recommend solutions to improve performance.
Process Improvement:
Collaborate with the operations and quality teams to streamline processes and enhance customer experience.
Ensure compliance with company policies, contact centre protocols, and customer service best practices.
Motivation and Team Engagement:
Build a positive and energetic work environment that fosters teamwork and high morale.
Excellent sales and negotiation skills.
Ability to coach and develop team members to achieve targets.
Proficiency in CRM tools, telephony systems, and Microsoft Office Suite.
Strong communication, problem-solving, and organizational skills.

Key Performance Indicators (KPIs):
Team Productivity (Average Handling Time, First Call Resolution)
Customer Satisfaction Scores (CSAT)
Quality Assurance Scores
Agent Attendance and Retention